The Knowledge Base feature lets you give your VoiceAgent the right information to answer specific customer questions with accuracy and confidence. It's especially useful for handling details that are unique to your business and aren't covered in general documentation or public pages.
It allows you to upload custom documents that answer niche or business-specific questions your callers might ask. Think of it as a way to "teach" your VoiceAgent the details only your team knows, like internal policies, pricing tables, or service-specific guidelines.
Let’s say you run a logistics company. Your VoiceAgent might already handle basic queries like tracking packages. But if someone asks about the specific customs documentation needed for importing to Switzerland, it won’t know unless you’ve uploaded that information. Or maybe you operate a pet clinic chain, and you want the VoiceAgent to list your weekend vaccination packages. That, too, needs to be uploaded in a document.
How to Upload a Document
Go to the VoiceAgents > Knowledge Base section in your CloudTalk Dashboard.
2. Click Create a Document (or use the ➕ button) to upload a new file.
3. After you upload the document, add a Description so it's easier to understand what the document contains (e.g. "Return policy by product category" or "Onboarding steps for new clients").
Best Practices for Uploading Documents
To get the most out of your VoiceAgent’s Knowledge Base, keep the following in mind:
Use clear, descriptive filenames. A simple name like
returns_policy_ecommerce.pdfhelps your VoiceAgent understand and retrieve the file faster, and makes it easier for your team to manage documents. Avoid cryptic or overly complex filenames likefinal_doc_12233_k9v2025-update_v4_NEW.pdf.Keep content focused and relevant. Upload only the information your VoiceAgent needs to answer questions accurately. Skip lengthy manuals or documents packed with unrelated details. The more concise and specific the file, the better your VoiceAgent will perform.
Assigning a Document to a VoiceAgent
Once your document is uploaded, it won't do anything until you assign it to an agent. Here's how:
Navigate to the VoiceAgents > Agents section.
Choose the agent you want to assign the document to.
Scroll to the Knowledge Base section of that agent's profile.
Click Manage and select the documents you want to link to that agent.
Click Confirm.
After this, the VoiceAgent will be able to reference the content of those documents when responding to questions.
You'll also see a list of agents that have access to each document back in the Knowledge Base tab. Just click on any document to open its detail view, and you'll find the list of assigned agents there.
However, note that:
You can't unassign agents from the document view.
To remove access, go to the agent's profile and Unlink the document there.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!